Swimming service slip up

Learning to swim is difficult no matter what age you are. I know a few adults who can't swim and the truth is they are nervous and anxious about what to expect. A very good friend of mine, who just celebrated her 50th birthday, recently inquired about taking more swimming lessons to build her confidence in the water. The member of staff at the sports centre handed her the form below: "We know it says 'child's name' but just scribble that out and write your name"

My friend is now disheartened and embarrassed. Where is the sensitivity and empathy ? It may seem like a little insignificant detail to the service provider, but to the adults who have plucked up the courage to inquire it forces them back to square one.